MHS: Customer Service || Fast Track Test: Real
Questions, Expert Answers!!
At the conclusion of his visit, Herman decides to go to the Pharmacy to pick up his new
prescription. Entering the Pharmacy, he notices a new kiosk, and asks the Technician for
assistance. She waves him to a seat, never taking her eyes off her cell phone. What is wrong
with this scenario? correct answers -The Technician does not acknowledge Herman with eye
contact
-The Technician's unwillingness to assist the customer
-A lack of responsiveness from the Technician
Logan always comes to work early, is known to colleagues and patients by his infectious
laughter and smile, and always tries to participate in after hour work events. Logan's content
and happiness as a provider is a sign of __________. correct answers Job Satisfaction
Julia's provider called her back into the facility to discuss her recent medical results. When
Julia was informed of her results, her emotions went quickly from disbelief, to anger. In an
attempt to calm Julia down, her provider sat beside her, rather than directly in front of her.
This is called the _____ approach. correct answers Side by Side
Dominque recently mentioned to her mentor that she was frustrated with not having enough
control over job-related decisions, a personality conflict with a colleague, and having too
many tasks for the time allotted. Each of Dominique's sources of frustration are also known
as ______. correct answers Stressors
Match each of the following statements to its corresponding element of customer service.
correct answers A - Responsiveness
D - Reliability
C - Assurance
B - Presentation
E - Empathy
Sending an email to a patient, completing a medical chart, or composing a report for your
team are all examples of which form of communication? correct answers Written
Natalia recently won the Daisy Program for Nursing Excellence and Safety Star Award and is
known in her facility for her infectious smile, and always striving to exceed her patient's
expectations. Which of the following BEST principle does Natalia demonstrate in her daily
work? correct answers Be Courteous
Body language, eye contact, voice tone or inflections, and distance are all examples of which
form of communication: correct answers Nonverbal
Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and
sometimes moody with patients. Chris' overall shift in behavior can be a sign of _________.
correct answers Job Stress
True or False: According to the First Call Resolution Policy, urgent care visits should be
scheduled within 24 hours of a call. correct answers True
Questions, Expert Answers!!
At the conclusion of his visit, Herman decides to go to the Pharmacy to pick up his new
prescription. Entering the Pharmacy, he notices a new kiosk, and asks the Technician for
assistance. She waves him to a seat, never taking her eyes off her cell phone. What is wrong
with this scenario? correct answers -The Technician does not acknowledge Herman with eye
contact
-The Technician's unwillingness to assist the customer
-A lack of responsiveness from the Technician
Logan always comes to work early, is known to colleagues and patients by his infectious
laughter and smile, and always tries to participate in after hour work events. Logan's content
and happiness as a provider is a sign of __________. correct answers Job Satisfaction
Julia's provider called her back into the facility to discuss her recent medical results. When
Julia was informed of her results, her emotions went quickly from disbelief, to anger. In an
attempt to calm Julia down, her provider sat beside her, rather than directly in front of her.
This is called the _____ approach. correct answers Side by Side
Dominque recently mentioned to her mentor that she was frustrated with not having enough
control over job-related decisions, a personality conflict with a colleague, and having too
many tasks for the time allotted. Each of Dominique's sources of frustration are also known
as ______. correct answers Stressors
Match each of the following statements to its corresponding element of customer service.
correct answers A - Responsiveness
D - Reliability
C - Assurance
B - Presentation
E - Empathy
Sending an email to a patient, completing a medical chart, or composing a report for your
team are all examples of which form of communication? correct answers Written
Natalia recently won the Daisy Program for Nursing Excellence and Safety Star Award and is
known in her facility for her infectious smile, and always striving to exceed her patient's
expectations. Which of the following BEST principle does Natalia demonstrate in her daily
work? correct answers Be Courteous
Body language, eye contact, voice tone or inflections, and distance are all examples of which
form of communication: correct answers Nonverbal
Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and
sometimes moody with patients. Chris' overall shift in behavior can be a sign of _________.
correct answers Job Stress
True or False: According to the First Call Resolution Policy, urgent care visits should be
scheduled within 24 hours of a call. correct answers True
